Position Summary:
Under the supervision of the Slot Shift Manager, supervise the tactical daily operations of the slot floor and facilities on any assigned shift.
Essential Duties and Responsibilities:
- Maintain positive, results-oriented quality guest service to all Soaring Eagle Casino & Resort guests at all times.
- Schedule associates to meet the gaming floor needs; determine Casino Ambassadors floor schedules and facilitate maximum floor coverage of Casino Ambassadors.
- Assist Casino Ambassadors in performing job duties when necessary.
- Verify, authorize, process, and override slot machine jackpot payouts as required.
- Research, verify and utilize machine and slot floor data and floor data reports.
- Investigate lost or stolen tickets.
- Attend and actively participate in all required SECR meetings, training classes, departmental meetings and classes and all shift specific meetings and classes.
- Maintain accurate documentation on all pertinent Slot activities in a timely manner.
- Plan and facilitate meetings for staff.
- Manage associate retention by utilizing appropriate training, coaching, and counseling methods.
- Evaluate and develop staff in all aspects of Slot Operations.
- Monitor daily floor activity; assure proper machine operations and smooth guest interactions and proper floor coverage.
- Create and maintain positive interactions with employees of support departments.
- Ensure compliance with all Slot Operations Policies & Procedures, SECR Policies & Procedures (Associate Handbook), and all applicable gaming regulations and codes.
- Assist Slot Operations Management in long-range plan development.
- Ensure the adherence of gaming integrity in all facets of Slot floor operations.
- Operate all functions of the computer systems in regards to the position (Oasis 360 applications, slot dispatch system, etc.).
- Wear a department approved communications device which requires a dedicated ear piece.
- Provide excellent customer service for all internal and external customers of the operations at all times. Provide solutions for customer concerns and continually focus on customer service as our top priority.
- Must maintain strict confidentiality and present a positive, professional demeanor and image at all times.
- The above duties and responsibilities are not an all-inclusive list but rather a general representation of the duties and responsibilities associated with this position. The duties and responsibilities will be subject to change based on organizational needs and/or deemed necessary by the supervisor.
Contacts/Purpose of Contacts:
- Contact with Slot Operations Management and associates to assure fulfillment of the needs of the business.
- Contact and interaction with guests for the purpose of resolving disputes, elevating guest service levels, reducing response and service times, etc.
- Contact with various organizational management and supervision personnel for the benefit of communicating employee needs, guest needs, and offering quality guest service.
- Contact with SCIT Gaming Commission/Compliance regarding compliance of gaming codes and regulations.
Minimum Qualifications:
- High School Diploma or GED.
- Must be at least 18 years of age.
- Three years slot experience.
- One year supervisory experience preferred.
- Previous guest service experience.
- For internal associates, must have an overall “satisfactory” rating or above (3.0 or above) on most current SECR Performance Review.
- Must be able to obtain and maintain a gaming license to meet the employment eligibility requirements as they pertain to the position.
License, Certification, or Special Requirements:
- Native American preference shall apply to all positions.
Knowledge, Skills, Certifications and Abilities:
- Knowledge of slot and casino floor operations.
- Knowledge of basic accounting, math, and record keeping practices and procedures.
- Knowledge of electronically mechanical troubleshooting methods and techniques.
- Knowledge of hand tools, soldering tools, power tools, and electronic test equipment.
- Knowledge of occupational hazards, safe working practices, and safety precautions.
- Knowledge in electronic systems and electro-mechanical systems.
- Skill in operating various word-processing, spreadsheets, and database software programs in a Windows environment, specifically Word, Excel, Access and PowerPoint.
- Skill in supervising, training, and evaluating assigned staff.
- Ability to operate all functions of computer systems (Oasis 360, Kai Dispatch System, etc.)
- Ability to communicate effectively both verbally and in writing.
- Ability to interact and maintain good working relationships with individuals of varying social and cultural backgrounds.
- Ability to maintain confidentiality.
- Ability to establish and maintain professional relationships with co-workers at all levels.
- Ability to work independently and meet strict time lines.
- Ability to make solid decisions and exercise independent judgment.
- Ability to compose and edit reports, letters and memoranda.
Physical Demands:
- Frequent use of hands, wrists, fingers associated with tool use and equipment repair.
- Required to walk and stand for extended periods of time.
- Required to lift, carry, push and pull.
- Occasionally is required to stoop, kneel, crouch, or crawl.
- Occasionally lift and/or move up to 50 pounds.
Work Environment:
- Frequent walking and standing in a smoking environment and contact with the general public. Constant visual stimulation via neon lights on slot machines, repeatedly changing machine video screens, static or flashing signs throughout the casino and constant machine and crowd noise.
- Exposure to cleaning chemicals and operation of cleaning equipment.
- Exposure to moving mechanical parts and risk of electrical shock.
- Extended hours and irregular shifts may be required.
